Manager

You will be working as an Assistant Manager in the Customer Relationship Management (CRM) department. Your primary responsibility will be to oversee customer service representatives and ensure that customers receive efficient and satisfactory service. You will assist representatives in managing disappointed customers and devise solutions to resolve customer issues promptly. Interacting with customers via phone, email, and the company website will be a crucial part of your role. During busy periods, you will provide support to representatives and make sure that they adhere to company policies and procedures. Using social media to promote the company's products and services will be part of your duties, along with escalating customer complaints to upper management as needed. Collaborating with vendors and partners, generating reports for upper management, and assisting in creating and updating call scripts for representatives are also key responsibilities. You will maintain a customer database for follow-up and service purposes, analyze customer evaluations to identify areas for improvement, and train newly hired representatives on customer service protocols, equipment, and software. To excel in this role, you must possess exceptional customer service skills, strong interpersonal abilities, and active listening skills. Proficiency in MS Excel, keen attention to detail, and the ability to multitask effectively are essential. Demonstrating excellent management and leadership skills is crucial, along with prior experience in managing customer service teams. Additionally, you will be responsible for listening to recorded interactions between representatives and customers to enhance training and provide corrective feedback as needed.,